ComplaintsforLot Polish Airlines

• Initial Complaint

  13/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to total misbehaviour of LOT staff my family lost 2 flights (4 tickets). In addition - extra charge was collected from LOT for luggage AND the luggage was lost. As "top" of the LOT Misbehaviour - their staff behaved totally inacceptable. We did our best to solve the ******l with LOT (its Executive Management) - however they are simply wasting our time.

  Business response

  18/08/2022

  Our reference: **************
  
  Dear Mr. *****,
  
  We were sorry to hear that you were unable to make your journey as originally planned. We are always
  disappointed if a customer of ours is dissatisfied with their travel experience.
  
  Kindly be explained, however, that the situation you described was not caused by LOT Polish Airlines.
  
  Our data shows that you have appeared at the check-in counter too late. Consequently, the agent had to offload you, according to the regular procedure with missing passengers at the departure gate. After the gate is closed it is not possible to hold the airplane.
  
  We are sorry but the responsibility to be at the boarding gate on time, rests with the passengers. The most that can be done in the event of missing the flight is to rebook the passenger on the first available flight to the destination airport according to the fare rules of the ticket and seats availability.
  
  Kindly be informed that you are entitled a refund of your ticket according to fare used during the purchase. As the fare applied is restrictive, only taxes are refundable. To receive a due refund please contact the agency, where ticket was bought.
  
  Please also be informed that additional services are non-refundable, therefore, it is not possible to reimburse costs of additional luggage as per your request. However, documents are valid for one year from the date of purchase, therefore, you can use them for future travel.
  
  We hope that despite this situation, your future air travels are entirely satisfactory.
  
  Yours faithfully,
  
  ******* *******
  Senior Specialist
  Passenger Claims Section

  Customer response

  19/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Altogether with my applause for the perfectly crafted Ms.****** follow-up - it is to highlight that ever since my first Complaint step, I presented tangible proof that :
  A. We were ontime for the original/initial boarding, moreover - with due boarding passes and luggage checked-in.
  B. The presented at the gate staff - did not inform us for specific delay, moreover - they were quite specific that is expected to be not less than one hour.
  C. Due to the information (item B.) - we stepped just meters aside, moreover - no announcement whatsoever was done over the intercom and on the big screen (I.e. contrary to the usual way to be done ) and - we were back in quite short period (in fact - the LOT staff was at the gate, and the system/computer was on)
  D. The LOT staff, including at the gate and on the Service Counter - were totally non-helping, shall we say - ********** laughing on us.
  E. The luggage issue
  - we paid extra fees, and - they were not refunded
  - despite LOT staff advised us the luggage to be there - in fact was missing (Report presented too)
  - the luggage arrived at the final destination next day, though from totally different place (creating additional havoc )
  F. The suggestion from Ms.****** to get to the Selling (tickets) agency - is a loophole, in fact - we communicated with them exhaustive number of times, and their repetitive answer was that LOT is to refund us (for the tickets and the extra fee for luggage)
  - the applicable taxes aspect - is already closed.
  
  In summary - we are totally astonished from the Misbehaviour of LOT ! Humungous amount of our time is wasted, without any result. In addition - the Arrogance that LOT staff systematically demonstrated is Not to be tolerated.
  
  In conclusion - we are ready to close the Complaint one and only when LOT shall refund us ! By the way - what a business is LOT, once for some 400 CAD (this is the total lumpsum amount due to us) are playing around in such Flagrant case of their misbehaviour !
  - so, in case that LOT shall refund us the stated 400 CAD as total lumpsum - we are ready to close the Complaint a-l'amiable.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩